Lawn Care Business Forum Lawn Care Business Book Lawn Care Business Blog Lawn Care Software
Home Forum Contract & Flyer Templates Blog Software Videos Podcast Calculators / Estimators Store Mower Review Design It Yourself Lawn Business School

Go Back   GopherHaul Landscaping & Lawn Care Business Marketing Forum

» Welcome to the Gopher Lawn Care Business Forum
View Single Post
  #8  
Old 04-16-2009, 02:01 PM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 36,171
Rep Power: 10
Steve has disabled reputation
Default

Well the beauty of this is you can do what you want, it's your own business. I am kind of on the fence with this one. If there is no way to work with him, I might not call him back either and just move on to other new customers.

This is your business and you should enjoy it. Don't let some bad apple customers take that away from you.

It's kind of interesting that we are talking about this because the other night on the show Gordon Ramsey's Kitchen Nightmare's he was working at this restaurant during their 're-launch.' Most people were really enjoying the food but there was this one table with these older gals who all were complaining. Oh the steak is too tough, oh I could make a better meal at home.

So they are causing a small scene and the younger restaurant owner/chef walks up front to talk to them and they take this as a chance to feel him out and press the issue. Then they sense he is a bit weak and he tries to slide back towards the kitchen without being committal either way. At a certain point he says 'I gotta get back to the kitchen and kinda shrugs his shoulders.'

Then these women take that as a sign where they can pounce and they moved their upsetness to the front of the restaurant where they start getting a little bit louder so other new patrons can hear them.

Gordon, hears of this from a staff member and walks up to the woman and says what's wrong. And she goes on 'oh I didnt like the food, it tastes like Ragu. I could make it better. And he says 'you are talking out of your rear.' That totally shocked her and she knew at that point she was going to get no more satisfaction with her verbal barbs so she up and left.

I know this is a long post but it's worthwhile. Another story for you is Herb Kelleher, who created Southwest Airlines. Once a woman sent him a letter complaining about something on the flight that Herb felt was ridiculous and he wrote her back something to the effect "We will miss you as a customer."

Here is a section on that I found on another website.

While Southwest Airlines CEO Herb Kelleher gives customers a terrific deal on an airplane seat, he makes it clear that his employees come first dash; even if it means dismissing customers. But aren't customers always right? "No, they are not," Kelleher snaps. "And I think that's one of the biggest betrayals of employees a boss can possibly commit. The customer is sometimes wrong. We don't carry those sorts of customers. We write to them and say, 'Fly somebody else. Don't abuse our people.'

An example of Kelleher's putting his philosophy into action is found in Nuts!, a 1996 volume chronicling the success of Southwest Airlines:

Jim Ruppel, director of customer relations, and Sherry Phelps, director of corporate employment, tell the story of a woman who frequently flew on Southwest, but was disappointed with every aspect of the company's operation. In fact, she became known as the "Pen Pal" because after every flight she wrote in with a complaint. She didn't like the fact that the company didn't assign seats; she didn't like the absence of a first-class section; she didn't like not having a meal in flight; she didn't like Southwest's boarding procedure; she didn't like the flight attendants' sporty uniforms and the casual atmosphere. And she hated peanuts! Her last letter, reciting a litany of complaints, momentarily stumped Southwest's customer relations people. Phelps explains: "Southwest prides itself on answering every letter that comes to the company and several employees tried to respond to this customer, patiently explaining why we do things the way we do them. [Our response] was quickly becoming a [large] volume until they bumped it up to Herb's desk, with a note: 'This one's yours.' In sixty seconds, Kelleher wrote back and said, 'Dear Mrs. Crabapple, We will miss you. Love, Herb.'


I hope this helps
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
 
» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Customer letters
kslawn
Today 06:17 AM
Today 06:17 AM
by kslawn
0 1
My First Apartment...
SSLCtn
05-26-2014 10:17 PM
Today 05:38 AM
by kslawn
13 788
Should I ?
googus
Yesterday 04:06 PM
Today 05:29 AM
by kslawn
1 68
Need help determining...
Jbss861
07-20-2014 02:33 PM
Yesterday 11:18 PM
by SGL1
8 194
Got my first lawn job...
SGL1
06-11-2014 09:19 PM
Yesterday 11:15 PM
by SGL1
25 1,083
Scag new "Eliminator"......
ExtremeLawncareServices
07-20-2014 10:45 AM
Yesterday 10:11 PM
by ExtremeLawncareServices
7 174
new to me box truck
jrayb39667
03-06-2014 10:20 PM
Yesterday 08:31 PM
by jrayb39667
13 1,272
Lawn Service back in...
LawnCareMan280
07-18-2014 09:00 PM
Yesterday 07:18 PM
by LawnCareMan280
3 153
Overspray?
stevef1201
07-21-2014 04:20 PM
Yesterday 03:59 PM
by stevef1201
2 72
Hello Everyone! Newbie...
SLKlawn
07-17-2014 06:22 PM
Yesterday 01:53 PM
by Steve
6 201
Proper height for lawn
rob lederhilger
05-26-2014 08:01 AM
07-21-2014 02:53 PM
by LawnDoctor
9 601
need professional advice...
Fiddlers_green
07-20-2014 07:21 PM
07-21-2014 02:29 PM
by Steve
1 103
Blade sharpener
Just for Cuts
07-04-2014 12:31 PM
07-21-2014 01:48 PM
by Steve
9 431
What's my business worth?
Chaz
07-16-2014 01:35 PM
07-21-2014 01:45 PM
by Steve
4 213
Single tree, mow customer
WesleySnips
06-27-2014 10:12 AM
07-21-2014 01:04 PM
by Steve
12 490
1.5 Acre Jungle
WesleySnips
07-15-2014 05:57 PM
07-20-2014 11:31 AM
by ExtremeLawncareServices
21 506
Selling lawns like...
eastsidelandcare
07-17-2014 03:51 PM
07-20-2014 08:03 AM
by kslawn
1 144
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
07-19-2014 05:40 PM
by kslawn
1 108
Gopher schedule software
Ray
07-18-2014 04:13 PM
07-18-2014 04:13 PM
by Ray
0 108
2006 Chevy fuel pump...
KevinsLawns
07-17-2014 08:39 PM
07-18-2014 11:51 AM
by Steve
1 112
Halfway point of year!
Steve
07-01-2014 12:08 PM
07-18-2014 11:38 AM
by Steve
14 649
I got told to leave and...
gwilson98
06-16-2014 02:07 PM
07-17-2014 11:43 AM
by Steve
16 957
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
07-16-2014 08:38 PM
by ExtremeLawncareServices
73 4,224
Hey guys this is the...
prmenter@gmail.com
07-07-2014 08:23 PM
07-16-2014 08:10 PM
by ExtremeLawncareServices
28 693
Mowing the hills
prmenter@gmail.com
07-08-2014 12:22 PM
07-16-2014 05:00 PM
by Just for Cuts
18 625
Say Hello !!!
Steve
03-19-2007 11:18 AM
07-15-2014 05:38 PM
by icon2000
1,184 318,340
need some help geting...
dalvan0
07-13-2014 09:28 PM
07-15-2014 11:56 AM
by Steve
5 213
new trailer help
mattthelawnguy
07-11-2014 08:21 PM
07-15-2014 11:42 AM
by Steve
9 313
Classified Ad Template...
bcfb
06-05-2013 02:40 AM
07-15-2014 11:16 AM
by Steve
15 3,646
Husqvarna pz 60
CDLAWNCARE
07-06-2014 06:50 PM
07-15-2014 08:53 AM
by kslawn
10 387
Lowballers
Chaz
07-11-2014 03:55 PM
07-14-2014 12:27 PM
by Steve
5 318
My new side job
Sprinkler Buddy
05-10-2014 05:23 AM
07-14-2014 12:15 PM
by Steve
10 782
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
07-13-2014 10:36 PM
by GoGreenerKS
10 497
New Mower and Trailer
Chaz
06-25-2014 12:04 PM
07-13-2014 06:25 PM
by SGL1
7 498
What Fertilizer to Use?
acrajchel
04-07-2014 01:56 PM
07-12-2014 07:36 PM
by SGL1
21 1,818
Fuel and fuel additives
SGL1
07-06-2014 10:23 AM
07-11-2014 07:53 PM
by SGL1
15 491
Questions for a patchy...
jumcgee
07-09-2014 08:42 AM
07-11-2014 12:34 PM
by Steve
1 172
toro proline blades wont...
boog
06-25-2014 06:26 PM
07-11-2014 05:28 AM
by kslawn
18 603
Contents of Marketing to...
prmenter@gmail.com
07-09-2014 05:25 PM
07-10-2014 03:23 PM
by Steve
3 256
Shindaiwa
CLB454
05-13-2014 09:04 PM
07-10-2014 03:04 PM
by Steve
14 735
Starting New in FL
mmcuttrim
08-06-2010 09:22 AM
07-10-2014 02:44 PM
by Steve
48 11,184
Bid help 45 on acre...
Priggan
06-26-2014 12:56 PM
07-09-2014 08:38 AM
by kslawn
7 478
need help bidding fence...
veteranslawncaresystems
07-03-2014 10:33 AM
07-08-2014 12:00 PM
by Steve
5 338
Trimmer or Knife?
gwilson98
07-04-2014 09:56 PM
07-07-2014 02:41 PM
by Steve
6 306
Started a New Solar Lawn...
Solar Lawn Care
06-08-2013 01:40 AM
07-07-2014 01:55 PM
by Steve
37 7,362
New Canadian Member
coppervalley
07-04-2014 02:15 PM
07-07-2014 01:12 PM
by Steve
1 206
Happy Independance...
stevef1201
07-04-2014 07:05 AM
07-07-2014 01:01 PM
by Steve
2 209
Echo PE 266 edger
stevef1201
07-01-2014 01:28 PM
07-07-2014 12:47 PM
by Steve
4 288
30 Inch Push Mowers Pros...
Billy Goat
06-27-2013 08:07 PM
07-06-2014 01:50 PM
by SGL1
21 5,174
Poulan Pro trimmers
SGL1
06-30-2014 11:16 PM
07-05-2014 09:32 PM
by SGL1
20 485
Read more about these lawn care business marketing categories.
General Business:
GopherHaul, Podcast
How to Estimate - Services To Offer:
Aeration, Apartment / Condo, bed edging, Color Change Plantings, Dethatching, Edging, Fall Leaf Cleanups, Foreclosed Homes, Gutter Cleaning, Hardscaping, Hedge Trimming, Home Safety Inspection, Irrigation, Landscape Project, Lawn Mower Repair, Mowing, Mulch Jobs, Outdoor decoration, Parking Lot Cleanups, Pet Waste Removal, Pressure Washing, Property Management, Snow plowing, Stump Grinding, Tree Removal
How to Estimate Jobs:
Lawn Care Business:
Barter, Bikini Lawn Care, Business Failure, Business loan, Business Plan, Debt, Debt Collection, Estimate or Proposal Form, Franchise, Fuel surcharge, How to sell, Insurance, Job Tracking, Lawn Care Contract, Lawn Care Customer Survey, Lawn Care Uniform, Lawn Care Videos, Operational Costs, Overhead Costs, Prepay, Pricing, Start up, Tiger Time Lawn Care,
Lawn Care Business Books:
Lawn Care Customers:
Buying customers, Commercial Customers, Customer Retention, How to get, Residential Customers
Lawn Care Employees:
1 Man Lawn Crew, Bonus Pay, training, Your First Employee
lawn care equipment:
bed edger, Lawn Care Truck, Leaf Sweeper, Mower, New Arrival, Trailer, UltraVac
Lawn Care Marketing:
Billboard, Brochure, Business Card, Community Projects To Promote Your Business, Coupons, Cross Promotion / Synergy, Direct Mail, Door hanger, door to door, Free Giveaway Contest, Free Lawn Care Flyer Template, Gift or Discount Cards, home show, Internet, Lawn Care Business Sales Letter, Lawn Care Logo, Lawn Care Marketing, Lawn Care Truck & Trailer Signs, Lawn Care Website, Lawn Signs, Magazine Ad, Magnets, Mailing list, Marketing on Craigslist.com, Newspaper Ads, Parade, Postcards, publicity stunt, Referrals, Review My Lawn Care Marketing Material, t-shirt, Welcoming Kit, Word Of Mouth
Seasonal Promotion Ideas:
4th of July, Armed Forces Day, Christmas, Election Day, Fall, Halloween, Memorial Day, Spring, Summer, Valentine's Day, Veteran's Day, Winter:
Software:
Estimation Software, Landscaper Software, Landscaping Business Software, Landscaping Estimate Software, Landscaping Software, Lawn Care Business Software, Lawn Care Estimating Software, Lawn Care Software, Mowing Software
Uncategorized:
Video:
Website:
Search Engine Optimization
» Lawn Care Business Discussion Categories
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 06:36 AM.


(C) 2011 Riggs Publications - Terms of use & Privacy Policy

All times are GMT -5. The time now is 06:36 AM.

(C) 2011 Riggs Publications - Terms of use & Privacy Policy